We needed a modern helpdesk solution to help the IT team keep on top of a very rapid company expansion, and the old methods were not working anymore, especially with 2 buildings to support.

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We started with a list of 9 helpdesk systems, and whittled it down to 3. We wanted one that was a hosted/cloud based system, so any staff can access it from anywhere, and not have inside the LAN and be uncomplicated/not require so many add-ons or additional services to function. We also wanted a simple, concise system that we could adapt and customise without too much effort, we had a deadline to have it operational by end of June, before AX2012 went live, as we knew we would get swamped with support requests. We wanted the helpdesk split for IT & AX support and we did one of the quickest setup's that Citrus have ever done.

We did the admin training on the Friday, spent the weekend adding all the categories we wanted to start with and went live in the Monday with user emailing the helpdesk email address to get an automated ticket......the reporting tools and the ease of use of the system as testament to how good the system is, and the support from Peter and his team was outstanding.

We finished the portal customisation a few weeks later and had it linked into our Intranet page with full SSO (single sign-on) support, so staff could click and be linked across to the Citrus hosted server seamlessly, which aided the staff acceptance of the system so quickly.

Even today, they are making changes, improvements, mainly based on customer feedback. Reporting templates have doubled in size in under a year, a dream for all the stats/metrics and data you want to show to everyone.